Name: Eight trump cards for creating gold medal service
Zhao Qifu's lecture
Publisher: Peking University Audio & Video.
Release date: September 2008 1 1
Number of CDs: 8 VCD CDs
With the development of society and the continuous improvement of living standards. People go to restaurants not only to eat,
The requirements of customers are more yuan and higher. In particular, the requirements for services are higher. Service will be one of the most important weights for customers to enter your hotel.
Gold medal service, in the first time when guests arrive at the hotel, makes customers feel a sense of belonging, which is very easy to improve the customer's return rate and eventually become a loyal customer, but in real work, hello, the same xx boss! Welcome to visit! Instead of belonging, it has widened the distance between customers and me. As far as service is concerned, what kind of service can make customers change from repeat customers to repeat customers and from repeat customers to loyal customers! We will elaborate on it!
Sometimes, employees say realistically that guests are unhappy when they do things, but when they turn a corner, they are happy. .............................................................................................................................................
Many times, employees do too much work from the time guests arrive at the hotel to the time they leave, such as taking clothes, hanging hats, pulling chairs, giving up their seats, pouring tea and wine, etc. The customer thinks your service is not good, which is what you should do, but when the employee does something, the customer immediately thinks your service is excellent. If you want to do a good job in service, such a thing is something that employees must do.
Many times, our employees really want to do a good job and respect the guests very much, but the guests say that the employees are unfriendly and have a bad attitude. . At this time, the guests are dissatisfied and the employees are full of grievances. What's going on here?
The waiters are doing the same job and have the same attitude, but some employees have been recognized by the guests, and the guests are full of praise for the service! But some employees and guests not only disapprove, but also say that the service is too poor! Employees just can't understand that I have done all the work I should do, and I have the same attitude. Why is her service better than mine? Is it really that she is more beautiful than me? Of course not. Do you know the secret? !
What should I do if the guest complains? ! What shall we do? What shall we do?
It's not whether you want to build a gold medal service team, whether you like it or not. This means that if you don't want to be eliminated, this is something you must do and do well. Enterprises have no choice in this respect!
Gold medal service team is not formed naturally, but created by managers with painstaking efforts and wisdom. But in the investigation, we found that some managers are passionate, enthusiastic and hard-working. There is some blindness in the work. It is impossible without passion, enthusiasm and hard work, but these are not enough. Why do different managers make the same efforts one day and get different results? Because what you do is different, the result is naturally different. If there is a ditch in front of you and you need to fill it up, but you concentrate on digging a wall, even if you spend all your strength, it is in vain. Therefore, efficiency and effectiveness must be ensured. You must do the right thing, not do it right!
What should we do first in service to build a gold medal service team? To this end, Mr. Zhao Qifu investigated hundreds of enterprises, listed and ranked the existing problems, and finally came up with the top eight problems. These eight problems are the most urgent problems that we need to solve to build gold medal service. They tell us what managers should do first to build gold medal service. ...
The first episode of "eight trump cards for creating gold medal service": the transition from greeting to greeting;
In that era when there were no greetings and honorifics, a greeting used to make people feel excited, refreshing and cordial. However, in the era of sincerity and friendship, greetings and honorifics have invisibly widened the distance between guests and me on some occasions, making the service rigid and lacking charm. .....................
The second episode: minimize information asymmetry;
Episode 3: Only by integrating with customers can we have a clear context and master the whole service process and grasp the situation;
The fourth episode: to achieve standardized services while infiltrating personalized services as much as possible;
The fifth episode: improving the quality of solving customer complaints;
Episode 6: In our industry, actions are sometimes more important than facts;
Episode 7: Waiting with time is more comfortable than waiting without time;
Episode 8: Improving Language Skills
Management masters tell us that untrained or untrained employees are destroyers of enterprises!
Friend! If you want to build a gold medal service team, please contact us and listen to Zhao Qifu, an expert who is closest to the actual work, to solve your doubts one by one!
Introduction of training CD:
Cover slogan
Business is uncertain, water is fickle, operation is wonderful, and you are single-minded. How to prevent and reduce customer complaints
How to deal with all kinds of complaints from customers
What are the misunderstandings in handling customer complaints?
How to make first-time customers become repeat customers and repeat customers become loyal customers?
Lecturer introduction
Beijing Times Guanghua Education Development Co., Ltd. distinguished professor. Senior trainer of national tour, expert in catering management practice, senior lecturer of Zhong Yi Yuanjing Hotel Management Co., Ltd. and China Diner Club, graduated from hotel management major, MBA of Tsinghua University Institute of Economics and Management. Worked as an intern in several top hotels, and began to specialize in hotel opening planning, hotel opening assistance and hotel training at 1999. In the past few years, * * * has planned the opening of more than 40 stores, including Quanjude franchise stores.
Why do you want to study this course?
In such a huge market, customers shop around N, and customers can choose you, which is not an easy thing in itself. How to turn first-time customers into repeat customers and repeat customers into loyal customers is a subject that any hotel manager must answer!
An American president once said: Crisis, crisis is both a crisis and an opportunity. That customer complaint should be the same. If the store can handle it particularly well, it means that there will be no "fight" or deal, and customers will not be lost. On the contrary, this kind of complaint has become a bridge to build mutual friendship and greatly improved the loyalty of customers. However, a little carelessness, the result is that customers refuse to come to the door again, and the customers in the world are the most ruthless, saying that they will leave!
Based on scientific and rigorous learning attitude, we can't easily draw the conclusion that improper handling of customer complaints is the most important reason for customer churn, but we have to admit that improper handling of customer complaints will definitely lead to customer churn.
If customers complain, they will have two choices: one is to catch the "bye-bye" train; Second, we have established a friendship and taken the seat of loyal customers, so let the topic of "customer complaint handling skills" be a conductor, and this topic only sells "seat tickets for loyal customers"!
Through this course, you will learn to
Change some misunderstandings in solving passenger transport investment in daily work
Establish a scientific and complete ideological framework for handling customer complaints, because thoughts determine actions.
Improve the skills of solving guests' investment
Who needs to take this course?
Restaurant manager, store manager, front office manager, foreman, supervisor and other cadres and small and medium-sized hotel owners, catering, hotel and tourism majors in colleges and universities.
abstract
The first lecture on the core concept of customer complaint handling (1)
1. Introduction
2. The core concept of comprehensive prevention
3. Countercase 1: clothes fall into spittoon.
The second lecture on the core concept of customer complaint handling (2)
1. Countercase 2: Misdrinking "Beverage"
2. Countercase 3: Chinese cigarettes at the group banquet.
3. Refutation Case 4: Drinks turn into garbage
4. Counterclaim 5: Complaints after meals (1)
The third lecture on the core concept of customer complaint handling (3)
1. Countercase 5: Complaints after meals (below)
2. Countercase 6: Guests with scalded pots
3. Counterexample 7: Seafood brought by guests
4. Successful prevention case sharing
5. Overview of the core concept of customer complaint handling
The fourth lecture is about 20 skills of handling customer complaints (1)
1. Introduction
2. Skill 1: Fully understand the status quo and its causes.
The fifth lecture about handling customer complaints 20 skills (2)
1. Tip 2: Make good use of the principle of contrast.
2. Tip 3: Seek third-party support.
The sixth lecture 20 skills to deal with customer complaints (3)
1. Tip 4: Learn to praise sincerely and accurately.
2. Skill 5: Make good use of language skills
Lecture 7 Twenty Skills of Dealing with Customer Complaints (4)
1. Tip 6: Be good at using situations.
2. Tip 7: Use external force when necessary.
3. Tip 8: Learn the ability to obtain non-verbal information (1)
Lecture 8 Twenty Skills for Handling Customer Complaints (5)
1. Skill 8: Learning the ability to obtain nonverbal information (Part II)
2. Tip 9: Deal with it in a satisfactory direction
3. Skill 10: Customer's feelings are more important than facts (I)
Lecture 9 Twenty Skills for Handling Customer Complaints (6)
1. Hint 10: The customer's feelings are more important than the facts (below)
2. Skill 1 1: Pay attention to the guest's face at any time.
3. Skill 12: Pay full attention to the sequelae.
4. Secret 13: It's up to me to control my emotions.
Lecture 10 Twenty Skills for Handling Customer Complaints (7)
1. Tips 14: It varies from person to person.
2. Skill 15: Judge intention with professional sense.
3. Hint 16: Don't ignore employees' feelings (Part I)
The first 1 1 talk about 20 skills to deal with customer complaints (8)
1. Hint 16: Don't ignore employees' feelings (Part II)
2. Secret 17: It is better to do well than to speak well.
3. Hint 18: Arguing is the stupidest behavior.
4. Skills 19: Master some basic legal norms.
5. Skill 20: Other Skills
6. Summary of customer complaint handling skills
Twelfth talk about winning back customers and handling complaints.
1. Try to get customers back after handling customer complaints.
2. Matters needing attention in solving customer complaints
3. Course review